Triage Patient Service Representative

Advocare LLC; Marlton (NJ); On-site; USD 32,000 - 42,000; Full time

Job summary

Advocare LLC is seeking a healthcare receptionist/office coordinator to serve as the first point of contact for patient inquiries in ENT services. You will triage calls, provide empathetic communication, and route questions to the appropriate team—scheduling, billing, or clinical staff.

You will document interactions in the EMR (eClinicalWorks) and support front desk operations to maintain flow and confidentiality. Experience in healthcare settings and strong communication are required.

Qualifications

• Prior experience in healthcare practice, preferably ENT, surgical, or specialty care setting.
• Strong understanding of medical office operations and patient flow.
• Excellent customer service and interpersonal skills, especially with sensitive or frustrated patients.
• Familiarity with electronic medical records (EMR) such as eClinicalWorks.
• Ability to prioritize tasks and manage high-volume call situations.
• Strong verbal and written communication skills.
• Calm, composed, and empathetic in high-pressure situations.

Responsibilities

• Serve as the first point of contact for incoming patient concerns, complaints, or questions related to ENT services, appointments, billing, referrals, or general care inquiries.
• Triage incoming calls, voicemails, and messages to determine appropriate routing.
• Provide empathetic, patient-centered communication to patients and family members.
• Resolve non-clinical issues directly when appropriate (e.g., scheduling conflicts, insurance questions, paperwork needs).
• Escalate clinical concerns or unresolved patient complaints to the appropriate clinical or leadership team member.
• Document all patient interactions accurately in the EMR (e.g., eClinicalWorks) and track follow-up requirements.
• Maintain knowledge of ENT procedures, treatments, and pre-/post-op processes to assist patients with general non-clinical questions.
• Coordinate with front desk, nursing, surgical scheduling, and billing teams to ensure continuity of care.
• Monitor patient call queues to ensure timely responses (typically same business day).
• Support administrative tasks such as faxing, scanning, or assisting with referral paperwork follow-up.
• Maintain confidentiality and HIPAA compliance at all times.
• Report trends or repeated patient concerns to management for quality improvement.

Skills

empathetic communication

patient-centered service

HIPAA compliance

multitasking under pressure

Tools

eClinicalWorks

Job description

Description

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Serve as the first point of contact for incoming patient concerns, complaints, or questions related to ENT services, appointments, billing, referrals, or general care inquiries.


• Triage incoming calls, voicemails, and messages to determine appropriate routing (e.g., clinical nurse, billing office, provider, surgical coordinator).


• Provide empathetic, patient-centered communication to patients and family members, ensuring concerns are acknowledged and addressed promptly.


• Resolve non-clinical issues directly when appropriate (e.g., scheduling conflicts, insurance questions, paperwork needs).


• Escalate clinical concerns, urgent medical symptoms, or unresolved patient complaints to the appropriate clinical or leadership team member.


• Document all patient interactions accurately in the EMR (e.g., eClinicalWorks) and track follow-up requirements.


• Maintain knowledge of ENT procedures, treatments, and pre-/post-op processes to assist patients with general non-clinical questions.


• Coordinate closely with front desk, nursing, surgical scheduling, and billing teams to ensure continuity of care and service excellence.


• Monitor patient call queues to ensure all messages are responded to in a timely manner, typically within the same business day unless otherwise clinically triaged.


• Support administrative tasks as needed, such as faxing, scanning, or assisting with referral paperwork follow-up.


• Maintain strict confidentiality and adhere to HIPAA regulations at all times.


• Report trends or repeated patient concerns to management for quality improvement discussions.


• Assisting with the verification of patient demographic information and updated insurance information.


• Prepping charts with the triage team for the following day ensuring all information is correct in patients' chart, and encounters are worked on.

Qualifications

Prior experience working in a healthcare practice, preferably in an ENT, surgical, or specialty care setting.

Strong understanding of medical office operations and patient flow.

Excellent customer service and interpersonal skills, particularly in handling sensitive or frustrated patients.

Familiarity with electronic medical records (preferably eClinicalWorks or a similar EMR platform).

Ability to prioritize multiple tasks and manage high-volume call situations efficiently.

Strong verbal and written communication skills.

Ability to remain calm, composed, and empathetic in high-pressure situations.

Requirements

Qualifications

• Prior experience working in a healthcare practice, preferably in an ENT, surgical, or specialty care setting.


• Strong understanding of medical office operations and patient flow.


• Excellent customer service and interpersonal skills, particularly in handling sensitive or frustrated patients.


• Familiarity with electronic medical records (preferably eClinicalWorks or a similar EMR platform).


• Ability to prioritize multiple tasks and manage high-volume call situations efficiently.


• Strong verbal and written communication skills.


• Ability to remain calm, composed, and empathetic in high-pressure situations.